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For Customer Experience Professionals

The Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

May 13, 2020


Why Read This Report

Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO Max and NBC's Peacock will expand viewers' choices — and intolerance for poor experiences. To gauge readiness for this challenge, we evaluated the services of 10 US media companies on the Roku platform. This report lays out where these companies excel and lag and what digital business strategy, media, and customer experience executives can learn from them. This is an update of a previously published report, adding Disney+ to the nine previously reviewed apps; Forrester reviews and revises reports periodically for continued relevance and accuracy.

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Table of Contents

  • Forrester Wave™ Update, Q2 2020
  • Digital Disruption Is About To Finally Upend The Media Industry
  • Streaming Video Leaders Set A High Bar For New Entrants
  • Design Streaming Apps To Deliver On Empowered Viewers' Demands
  • Recommendations

  • Make The Streaming Experience More Personal
  • How Forrester Can Help

  • Get Objective Recommendations For Your Apps
  • Supplemental Material
  • Related Research Documents

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